Q&A with John Broderick, Chief Executive Officer, Cicero, Inc.
A Customer Engagement Leadership Council Member
We recently caught up with John Broderick, who has held the title of Chief Executive Officer of Cicero Inc., for the last fifteen years. Cicero is a noted contact center and back-office enterprise software provider, and a welcome new member of Frost & Sullivan’s...
Why Companies Fail In Pursuit of Delivering Great Customer Experiences
Imagine my surprise when speaking at a recent summit for Customer Experience Officers when I asked the audience to define their “company’s customer experience”… and everyone seemed to struggle. Conferences are filled with seminars about the...
Innovation and Disruption in the Restaurant Customer Experience
As of last year, the U.S. restaurant industry has grown to over 1 million locations, generating an estimated $863 billion dollars in sales. The over 300-year old U.S. industry seems to be in a near-constant state of change, driven by macro and microeconomic forces,...
Strategic Boardroom: Meeting the Unique Challenges of the Enterprise Contact Center
Today’s contact centers are complex, with many stakeholders, many opinions, and many objectives. Read on for key insights from an interactive session conducted at the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange, where...